NAB Traveller Card FAQs

Who can get a NAB Traveller Card?

The NAB Traveller card isn't just for NAB customers. Even if you're not a customer, you can still take out a card.

What type of card is the NAB Traveller Card?

It’s a prepaid card, not a credit card or debit card. It uses your own money and can be used for withdrawals at ATMs, and to pay for goods and services. It can’t be used for credit.

When I get a NAB Traveller Card, what other information do I get?

When you get your card, you’ll be given a Product Disclosure Statement (PDS) which includes a user guide.

How do I get a NAB Traveller Card?

At any NAB branch. You’ll be provided with an active and ready-to-use card on the spot.

How many cards can I get?

You can only hold one card in your name at any one time. This doesn't include the secondary/backup card we provide you, which you should only use if your primary card is lost, misused or stolen. You should not share the cards with anyone else.

Will my name be on the card?

No. Your name is not shown on the NAB Traveller Card. This helps with getting you a card as quickly as possible.

Do I need a PIN with my NAB Traveller Card?

Yes. You will need your 4 digit PIN to use your card overseas at an ATM and for most purchases. You also need a PIN if you want to use your card in Australia (from 1 August 2014). For more information about the change to PIN@POS visit nab.com.au/pinwise.

What options do I have for managing my NAB Traveller Card online?

You can use NAB Internet Banking to manage your card. If you don’t have access to internet banking, go to nab.com.au/travelcard and select Login to My Account.

What is My Account?

My Account is an online card services tool, where (once you register your NAB Traveller Card primary card) you can check your balance, move money from one currency to another currency on your card, and review your transaction history. If you’re unable to go online, you can contact card services 24 hours a day, seven days a week on 1800 098 231 from within Australia, or +44 207 649 9404 from overseas, or the free call number for the country you’re in. You can find contact numbers in the Product Disclosure Statement.

To register for My Account go to the My Account link, select New Registration and simply follow the instructions on the screen to register your primary card.

Note: The NAB Currency to Currency foreign exchange rate applies when you move money from one currency to another currency on your card.

What do I do if I can’t access My Account?

If you’re having difficulty registering your card, please contact card services 24 hours a day, seven days a week on 1800 098 231 from within Australia, or +44 207 649 9404 from overseas, or the free call number for the country you’re in. You can find contact numbers in the PDS.

Your NAB Traveller Cards will be active and ready to use straight away, regardless of if you’ve registered for My Account.

How much does a NAB Traveller Card cost?

There are fees associated with the way you use your card, eg. the type of transaction, the currency you use, and when you move currencies on your card. Limits also apply to reload amounts and method of reload.

See the Product Disclosure Statement for a full list of fees and limits applicable to the NAB Traveller Card.

What currencies can I have on the card?

The NAB Traveller Card can have up to 10 currencies including:

Australian Dollars – AU$

US Dollars – US$

Great British Pounds - GB£

Euros - EU€

Canadian Dollars – CA$

New Zealand Dollars – NZ$

Japanese Yen - JP¥

Singapore Dollars – SG$

Hong Kong Dollars – HK$

Thai Baht – THβ.

How do I move money between currencies?

You can move money between currencies by using NAB Internet Banking, the online card services tool My Account, or by calling card services. When you move money from one currency to another, the NAB Currency to Currency foreign exchange rate will apply.

See the Product Disclosure Statement for details of this fee and how it is applied.

Which currency will be used for a transaction?

If you’ve loaded it, your card will use that currency of the country you’re in. If you don’t have enough local currency, and you’ve got other currencies on the card, the transaction will be debited firstly from the remaining local currency, and then from the other currencies in the order of priority until the sufficient amount is found.

Transactions and fees that require a currency conversion are calculated using the MasterCard® foreign exchange rate and are subject to the NAB Foreign Currency Conversion fee. See Rates and fees.

What is the order of priority?

The order of priority is the order in which funds will be taken off your card if there is not enough of the currency of the transaction on the card.

After using up the remaining money in the required currency, the card will select the next available currency in the following order: AU$, US$, GB£, EU€, CA$, NZ$, JP¥, SG$, HK$, and THß.

The search will automatically begin from AU$ and the funds will be debited from the balance of each currency in this order until the transaction amount has been satisfied. Transactions that require a currency conversion are calculated using MasterCard® foreign exchange rates, and are subject to the NAB Foreign Currency Conversion fee.

The order or priority can’t be changed.

What do I do when asked if I want to pay for my transaction in Australian dollars instead of the local currency?

If you’ve loaded funds in the currency of the country you’re in, we recommend that you don’t choose Australian dollars.

Some foreign retailers and ATM operators give cardholders the choice of paying in either the currency of the country they’re visiting or their own home currency/Australian dollars.

If you make a transaction in a country where the local currency is the same as a currency on your card (eg. using your US dollars in the USA), and you opt to pay in Australian dollars, this may result in a foreign exchange transaction at additional cost to you. This is because the card will seek to transact in Australian dollars rather than the local currency. Transactions and fees that require a currency conversion are calculated using MasterCard® foreign exchange rates and are subject to the NAB Foreign Currency Conversion fee.

What if I am visiting a country and do not have the right currency on the card?

You can still use your NAB Traveller Card to make a payment if you don’t have the currency of the country you’re visiting on your card (except for Iran, North Korea, Sudan or Syria).

Where you don’t have a balance in the currency of the transaction, your card will be debited according to the predetermined default order of priority, which is as follows: AU$, US$, GB£, EU€, CA$, NZ$, JP¥, SG$, HK$ and THβ. Funds will be debited from the balance of each currency in this order until the relevant transaction amount has been satisfied.

Transactions and fees that require a currency conversion are calculated using the MasterCard® foreign exchange rate and are subject to the NAB Foreign Currency Conversion fee.

What if I don’t have enough of the currency I need to make a purchase or withdrawal from an ATM?

The great flexibility of the NAB Traveller Card means that if you have more than one currency loaded, the card will automatically use up the remaining money you have in the required currency, then will select the next available currency in the following order: AU$, US$, GB£, EU€, CA$, NZ$, JP¥, SG$, HK$, and THß. The search will automatically begin from AU$, and the funds will be debited from the balance of each currency in this order until the transaction amount has been satisfied. Transactions that require a currency conversion are calculated using MasterCard® foreign exchange rates and are subject to the NAB Foreign Currency Conversion fee.

Alternatively, you can use NAB Internet Banking or you can go to ‘My Account to move your money from one currency to another currency on your card. The NAB Currency to Currency foreign exchange rate applies.

Do I select 'Cheque', 'Savings' or 'Credit' at an ATM?

Always choose 'Credit' at an ATM or merchant.

What balance will be given at an ATM?

Not all ATMs will display the card balance; some may show a total for all currencies in the local currency.

If you want the exact balance of the funds remaining on the card, either log into NAB Internet Banking, go to My Account or call card services 24 hours a day, 7 days a week on 1800 098 231 from within Australia, or +44 207 649 9404 from overseas, or the free call number for the country you’re in. You can find contact numbers in the PDS.

Will I be charged an ATM fee overseas?

NAB won’t charge you overseas ATM fees for making withdrawals and balance enquiries at ATMs displaying the MasterCard® logo. However, some operators may directly charge a fee.

What is the maximum amount I can withdraw from an ATM each day?

You can withdraw up to AU $3,000 (or the local currency equivalent) in any 24 hour period. Some ATM operators may set lower limits.

What is the maximum amount I can spend on the card each day?

The maximum limit that you can spend in any 24 hour period is AU $7,000 (or the local currency equivalent) across transactions made via point of sale, internet and phone transactions.

How can I check the balance and transaction details on the card?

You can use NAB Internet Banking or you can go online at nab.com.au/travelcard and go through to My Account. Enter your details and you can then view the balance and/or transaction details on your card. You can also phone card services 24 hours a day, seven days a week on 1800 098 231 from within Australia, or +44 207 649 9404 from overseas, or the free call number for the country you’re in. You can find contact numbers in the PDS.

Can I get cash out when making a purchase?

No. You will, however, be able to get cash from ATMs displaying the MasterCard® logo.

Can I use the NAB Traveller Card online to make purchases?

Yes, you can use your card to shop online wherever MasterCard® is accepted. As long as you have the correct currency on the card that the online site trades in, a currency conversion won’t be required.

NAB Traveller Card can’t be used for money transfers or for accessing or purchasing goods from adult or gambling internet sites (when correctly identified), and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of purchase and/or use.

Transactions or fees that require a currency conversion are calculated using MasterCard® foreign exchange rates, and are subject to the NAB Foreign Currency Conversion fee. See the Product Disclosure Statement for fees and limits.

Can I use a NAB Traveller Card with PayPal?

Yes. We recommend you have sufficient funds on the card in the currency you want to transact in to avoid paying the MasterCard® foreign exchange rate and the NAB Foreign Currency Conversion Fee.

Can I use a NAB Traveller Card to make a regular payment?

We don’t recommend using your NAB Traveller Card for regular payments because your payment may not be made. In particular, problems may arise if your card number changes (due to using the secondary/backup card or a replacement card) or if your card expires.

What if my card doesn’t work at an ATM?

Your NAB Traveller Card should work in any ATM displaying the MasterCard® logo. If you’re unable to withdraw cash at an ATM, call card services 24 hours a day, seven days a week on 1800 098 231 from within Australia, or +44 207 649 9404 from overseas, or the free call number for the country you’re in. You can find contact numbers in the Product Disclosure Statement.

The card will be disabled if an incorrect PIN is entered 3 successive times. If the card is disabled, please contact card services to reactivate it, which can take up to 24 hours.

If you’ve forgotten your PIN, contact card services.

Always choose 'Credit' at an ATM or merchant.

What if the ATM asks for a 6 digit PIN?

In some countries, you may be asked for a 6-digit PIN when using an ATM. However, your card’s 4-digit PIN will still be accepted if the ATM has been set up correctly in accordance with MasterCard® regulations.

If you need assistance with any PIN issues, call card services 24/7 on 1800 098 231 from within Australia, or +44 207 649 9404 from overseas, or the free call number for the country you’re in. You can find contact numbers in the Product Disclosure Statement.

What is the secondary/backup card for?

The secondary/backup card and PIN is provided for your use in the event that your primary card is lost, misused or stolen.

Put the secondary/backup card in a safe place and don’t give it to anyone else. When using it, you must use its specific PIN. If you use your secondary/backup card instead of the primary card, the primary card won’t be de-activated or cancelled.

If you do need to use the secondary/backup card, all transaction details will appear in NAB Internet Banking and My Account and will be shown against this card.

Do I need to register my secondary/backup card?

No. Your secondary/backup card is automatically registered at the same time as your primary card.

If you use the secondary/backup card, transaction details will appear in NAB Internet Banking and My Account and will be shown against this card.

Put the secondary/backup card in a safe place and don’t give it to anyone else. When using it, you must use its specific PIN. If you use your secondary/backup card instead of the primary card, the primary card won’t be de-activated or cancelled.

Can I change the PIN on my primary or secondary/backup card?

No. However, for a PIN reminder, you can call card services 24 hours a day, seven days a week on 1800 098 231 from within Australia, or +44 207 649 9404 from overseas, or the free call number for the country you’re in. You can find contact numbers in the Product Disclosure Statement.

If you think your PIN or any other security information may have been compromised, please call card services immediately.

How do I change my address for NAB Traveller Card?

From nab.com.au/travelcard, login into My Account and go to My Account.

Please note, changing your address here will not change addresses provided to us for any other accounts or products.

To change your address for your other accounts or products you can:

log in to NAB Internet Banking, open the Settings menu and select My details

call us on 13 22 65

visit us at any branch.

Can I use one card for me and the other for my partner?

No, only you can use the secondary/backup card if your primary card is lost, misused or stolen.

If your partner/spouse wants a card, they must purchase their own NAB Traveller Card.

Can I register for SMS text alerts?

No. SMS Services are currently not available to NAB Traveller Card cardholders.

Do I receive paper statements?

Yes. We’ll provide you with a statement every six months. Paper statements, however, won’t be issued if you haven’t made a transaction in the last six months.

If you’ve closed your NAB Traveller Card in the last six months, you’ll still receive a statement if you’ve had any activity on your card during this time.

You can also view your NAB Traveller Card transactions through NAB Internet banking or if you don’t use NAB Internet Banking you can register your primary card online at My Account and print those details at your convenience.

How secure is the NAB Traveller Card?

NAB Traveller Card gives you security against card fraud as it is chip and PIN protected.

If you think your PIN or any other security information may have been compromised, call card services immediately.

If you’ve had a problem using NAB Internet Banking, call the Internet Banking Support Team on 1300 651 656 from 8am-6pm Monday to Friday, or 9am-6pm on weekends (AEST/AEDT). If you’re overseas, the number to call is +61 3 8641 9886. If you’re calling from a landline please ensure you use the dialling code 0011 and then the contact number. Use +61 when calling from a mobile phone.

When does the NAB Traveller Card expire?

Your card expires 5 years after activation.

What if I still have funds on my NAB Traveller Card and it has expired?

If you have funds in a foreign currency remaining on the card at time of expiry, they will need to be converted to Australian dollars and transferred to your nominated Australian bank account. The NAB Currency to Currency foreign exchange rate will apply for funds being transferred to Australian dollars.

If there are card funds remaining on an expired card after 7 years, we’ll transfer them to the Commonwealth Government as unclaimed money. You’ll be notified at your last known address at least 30 days before we make the transfer.

I am hearing impaired, how can I contact card services?

If you’re hearing impaired and/or unable to use your voice, you can still contact card services, using the National Relay Service. The steps below highlight how we would answer your queries:

Load and reload limits apply. See the Product Disclosure Statement for fees and limits. If you load into a currency on the card other than Australian dollars, the NAB Currency to Currency foreign exchange rate will apply.

BPAY® is also an option; however, it can take 2-3 Australian business days for funds to appear on your card. Also, the exchange rate will be applied at the time of processing not at the time that the transaction is initiated. The NAB Currency to Currency foreign exchange rate will apply.

How much can I load/reload onto a NAB Traveller Card?

The minimum you can load is AU$50 or currency equivalent.

The maximum you can load in any 12 month period is AU$45,000 or currency equivalent.

The maximum you can reload via BPAY® is $25,000 or currency equivalent.

Load and reload limits apply - see the Product Disclosure Statement

What currency can I bring in to the branch and load on to the card?

Australian dollars. If you bring in foreign cash, you’ll need to convert it to Australian dollars before it’s loaded onto the card.

How do I reload money on to the NAB Traveller Card?

Via NAB Internet Banking, at a NAB branch, or via BPAY®.

NAB Internet Banking

You may allocate your funds across different currencies and transfer funds from your linked NAB accounts to your card using NAB Internet Banking. Funds will be available for use on your card immediately. The NAB Currency to Currency foreign exchange rate is applied at the time the transaction is initiated.

Load and reload limits apply - see the Product Disclosure Statement.

NAB branch

When loading at an Australian branch, ensure that you bring along the money you wish to place on your card, your NAB Traveller Card, and valid photo ID.

You can ask for the applicable foreign exchange rates before you load funds on your card. The foreign exchange rate quoted is the NAB Currency to Currency foreign exchange rate. You can distribute your Australian dollars across the currencies available on your card. These amounts will be added to the card funds and available to you for use immediately.

Load and reload limits apply - see the Product Disclosure Statement.

BPAY

You can use phone banking or any internet banking to reload money on your card via BPAY.

If you use NAB Internet Banking to BPAY and have SMS Security set up, you should set up NAB Traveller Card as a preferred biller before you travel. Otherwise for SMS security you will need your mobile handy (with global roaming activated) the first time you reload your card.

Load and reload limits apply - see the Product Disclosure Statement.

When loading with BPAY, the currency will be loaded in Australian dollars if you have not set a default currency. If you load into a currency on the card other than Australian dollars, the NAB Currency to Currency foreign exchange rate will apply.

The BPAY biller code details are on the back of the card:

Biller code: 195016

Reference number: Your 16 digit card number.

Unlike NAB Internet Banking, funds loaded via BPAY can take two to three Australian business days to show up on your card. This can stretch out to the following week if you load on a Thursday or Friday. Also, the exchange rate will be applied at the time of processing, and not at the time that the BPAY transaction is initiated.

The BPAY® details are on the back of the NAB Traveller Card.

Biller Code: 195016
Reference Number: Your 16-digit card number.

Unlike NAB Internet Banking, funds loaded via BPAY® can take 2-3 Australia business days to show up on your card. This can stretch out to the following week if you load on a Thursday or Friday. So make sure you’ve always got enough currency on your card for those unexpected expenses. If you use NAB Internet Banking you can move money onto your NAB Traveller Card immediately.

How long does it take from when I take money out of my NAB Traveller Card account and transfer it to my linked NAB account?

Transfers are processed to your to account on business days only and aren’t instant. The debit will occur immediately, however the credit will take a few hours (if transfer is done on a business day) or at the latest, the credit will occur on the next business day.

Why can’t I see transaction details in my transaction history?

You won’t be able to see the transaction amount for unloads, reloads and purse to purse transfers. You'll be able to see the description.

You’ll be able to see the values on your printed paper statement or you can view payments made via NAB Internet Banking within your payment list.

What are the BPAY® details, where can I find them?

The BPAY details are on the back of the NAB Traveller Card:

Biller Code: 195016
Reference Number: Your 16-digit card number.

How long does a BPAY® reload take?

Unlike NAB Internet Banking, funds loaded via BPAY can take two to three Australian business days to show up on your card. This can stretch out to the following week if you load on a Thursday or Friday. So make sure you’ve always got enough currency on your card for those unexpected expenses. If you use NAB Internet Banking you can move money onto your NAB Traveller Card immediately.

What is the default BPAY® currency?

Australian dollars. You can change the default currency at any time in the online card services tool My Account or you can phone card services, who can change the default currency.

You can only have one default currency set at a time.

If you load into a currency on the card other than Australian dollars, the NAB Currency to Currency foreign exchange rate will apply.

What currency will my BPAY® be loaded into?

Unless you’ve changed your default currency, your money will be loaded in Australian dollars. You can then move your money from one currency to another currency on your card online via our online card services tool My Account, NAB Internet Banking, or by calling card services. The NAB Currency to Currency foreign exchange rate will apply if you move money from one currency to another. Load and reload limits apply.

Unlike NAB Internet Banking, funds loaded via BPAY® can take two to three Australian business days to show up on your card. This can stretch out to the following week if you load on a Thursday or Friday. Also, the exchange rate will be applied at the time of processing not at the time that the BPAY transaction is initiated.

How do I change my default currency?

You can change the default currency in the online card services tool My Account or by calling card services.

If you use NAB Internet Banking you won’t need a default currency. You can transfer directly into the purse.

What exchange rate is used for reloads?

The NAB Currency to Currency foreign exchange rate applies when you reload funds onto the card into a currency other than Australian dollars.

If you reload into a currency other than Australian dollars using:

NAB Internet Banking or at a branch, the NAB Currency to Currency foreign exchange rate is applied at the time the transaction is initiated.

BPAY®, the NAB Currency to Currency foreign exchange rate is applied at the time of processing not at the time that the transaction is initiated.

What happens if the card is lost, misused or stolen?

You’re given a primary card and a secondary (backup card). If you lose your primary card and still have your secondary card, you’ll be able to use the secondary card and its PIN in the same way as your primary card. However, you must still contact card services to report your lost or stolen primary card. If you’ve lost both cards, we can send you replacement cards within three to seven days.

While you’re waiting for your replacement cards, we can arrange for emergency cash in the local currency (up to the value remaining on the card), anywhere in the world, normally within 20 minutes (in Japan and some remote locations this could take up to 24 hours).

What do I do if I think my PIN and security information has been compromised?

You must call card services immediately.

If you use NAB Internet Banking and believe your online security has been compromised, please call the internet banking support team on 1300 651 656 from 7am-9pm Mon-Fri, or 8am-6pm on weekends (AEST/AEDT). If you’re overseas, the number to call is +61 3 8641 9886. If you’re calling from a landline please ensure you use the dialling code 0011 and then the contact number. Use +61 when calling from a mobile phone.

What do I do if I forget my PIN?

For a PIN reminder, you can contact card services on 1800 098 231 (within Australia) +44 207 649 9404 (if overseas) or the freecall number for the country you’re in. You can find contact numbers in the Product Disclosure Statement.
You cannot change your PIN.

How do I get replacement cards sent to me?

If you need replacement cards, call card services 24 hours a day, seven days a week on 1800 098 231 from within Australia, or +44 207 649 9404 from overseas, or the free call number for the country you’re in. You can find contact numbers in the Product Disclosure Statement.

New cards and PINs can be sent to you and should arrive within three to seven days.There is no charge for replacement cards.

Can I get access to emergency cash?

If you still have your secondary/backup card, you will be able to use this card in the same way as your primary card. However, you must still contact card services immediately to report your lost or stolen primary card. If you have lost both cards we can send you replacement cards within three to seven days.
While you’re waiting for your replacement cards, we can arrange for emergency cash in the local currency (up to the value remaining on the card), anywhere in the world, normally within 20 minutes (in Japan and some remote locations this could take up to 24 hours).

What is the emergency contact number I contact when overseas?

If you need help or assistance, call card services 24 hours a day, seven days a week on 1800 098 231 from within Australia, or +44 207 649 9404 from overseas, or the free call number for the country you’re in. You can find contact numbers in the Product Disclosure Statement.

If you use NAB Internet Banking, and believe your online security has been compromised, please call the internet banking support team on 1300 651 656 from 8am-6pm Monday to Friday, or 9am-6pm on weekends (AEST/AEDT). If you’re overseas, the number to call is +61 3 8641 9886. If you’re calling from a landline please ensure you use the dialling code 0011 and then the contact number. Use +61 when calling from a mobile phone.

Who are card services, and what do I call them for?

Card services is the support team for the NAB Traveller Card. You can call 24 hours a day, seven days a week for any emergency you have, such as lost cards. Also call if you need to check your balance, enquire about a transaction, or have a dispute.

Will I incur pre-authorisations on my NAB Traveller Card

Some businesses may require pre-authorisation of the estimated bill. This is usually hotels and car rental businesses. In this case the estimated amount of the bill will be temporarily unavailable. After the final bill is paid it may take up to 30 days before the pre-authorised amount is available again. Not all businesses will accept your Card as a means of pre-authorising payment.
We do not recommend that you use your NAB Traveller Card for pre-authorisations. You can of course use your NAB Traveller Card to settle your ﬁnal bill.

What do i do if i want to dispute a transaction?

How do I close my NAB Traveller Card?

If you use NAB Internet Banking you don't need to close your NAB Traveller Card. You can transfer the Card Funds to any one of your linked NAB accounts. Next time you need your NAB Traveller Card you can reload funds (provided your Card has not expired). Alternatively, you may request the closure any time before the card has expired:

By calling Card Services. You can only call Card Services to cash out and close the NAB Traveller Card if you have a zero balance;

How do I cash out my NAB Traveller Card?

If you’re not planning on travelling soon, you can transfer funds off your NAB Traveller Card using NAB Internet Banking. You can move all funds to any of your linked NAB accounts. Funds that are in foreign currency will incur the NAB Foreign Currency Conversion fee.

You can withdrawyour funds at an ATM in Australia. In order to withdraw your cash at an ATM in Australia, any remaining funds that are in a foreign currency will need to be converted to Australian Dollars. Some operators and merchants may directly charge a fee. Daily transaction and ATM withdrawal limits apply. Currency conversions are calculated using MasterCard foreign exchange rates and are subject to the NAB Foreign Currency Conversion fee and the Domestic ATM withdrawal fee. See the Product Disclosure Statement for fees and limits.

Alternatively, you can complete the Cash out form to withdraw your funds and you can select to close your NAB Traveller Card at the same time should you require this.

Any remaining funds in a foreign currency will need to be converted in to Australian Dollars and deposited into an account held with a financial institute in Australia. The NAB Currency to Currency foreign exchange rate will apply for funds being converted to Australian Dollars.

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